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Customer service: an example of what not to do

Ranting about things is not something I particularly fancy doing, but sometimes things turn out so bad that one way to let the pressure off is to write about it. "Cathartic" some would say.

2006 started in the worst way possible for me but it could get much worse . My broadband service provider is probably going to be given the last rites at any moment. I am currently finishing biting my nails down to the cuticles.

My road to hell started six months back when I snapped off the umbilical cordon that linked me to AOL broadband and embarked on the e7even shuttle, paying them £270 for a 24 month contract.

In hindsight, some might say that I was foolish to pay in advance. I guess I was obsessed by price at the time. I have made a mental note to never buy so cheap again.

Do I regret my decision? Yes, but on the upside I've learnt to become compassionate and more patient in life. Secondly, had it not been for e7even affair, I wouldn’t be writing this blog post.

I won't go into details about my ordeal but the final straw came when all the three dial up numbers that e7even or e7broadband (or whatever new name they adopted) provided me with as a gesture of goodwill after my broadband went kaput, stopped responding and returned a "invalid user name and/or password" message.

This can be simply translated as: "We've screwed all of our customers, Happy New Year".

Désiré has been musing and writing about technology during a career spanning four decades. He dabbled in website building and web hosting when DHTML and frames were en vogue and started writing about the impact of technology on society just before the start of the Y2K hysteria at the turn of the last millennium. Following an eight-year stint at ITProPortal.com where he discovered the joys of global tech-fests, Désiré now heads up TechRadar Pro. Previously he was a freelance technology journalist at Incisive Media, Breakthrough Publishing and Vnunet, and Business Magazine. He also launched and hosted the first Tech Radio Show on Radio Plus.